About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

•    Position works in high call volume Service Desk environment supporting NCR's small and medium sized customers and their analysts in providing problem resolution for NCR products and services
•    Provide technical phone and email support on industry-specific products, systems and numerous software products; Provide accurate and creative solutions to user problems to maximize product or system availability
•    Responsible for ensuring the customer's entitlement of services adhere to contract SLAs and the manner in which faults are addressed results in high customer satisfaction ratings; Remotely deliver solutions, work through others to dispatch service personnel; Work directly with the customer to understand and/or escalate the problem to the next level
•    Call and incident management. Calls are made and received via Cisco CTI / Genesys Cloud contact center system. Incidents are managed via the ticketing system. Incidents include the following:
o    Diagnosis
o    Steps for troubleshooting
o    Tools used for troubleshooting
o    Next steps for troubleshooting
o    Escalations, why and what group
o    Root Cause Resolution
•    Able to follow through on open cases involving customer inquiries/complaints.
•    Knowledge in troubleshooting hardware/software issues to determine root cause.
•    Use order system to acquire replacement parts for the customer (when necessary).
•    Follow standardized departmental policy and procedures for diagnostics, troubleshooting and problem solving under the direction of senior staff.
•    Integrate established disciplinary knowledge within own specialty area with basic understanding of related disciplines and industry practices.
•    Gather information from a wide range of sources to resolve problems with unknown solutions including:
o    Internal technical groups
o    External technical resources
o    Third party vendor

Basic Qualifications 
•    Associates or Bachelor’s degree in IT or equivalent experience in a related field required
•    Minimum of 2 years Help Desk or related IT experience 
•    Understanding of Windows 10, Microsoft Office Suite
•    Understanding LAN and WAN terminology, IP protocols, Ports, VPN connections, Active Directory
•    Understanding of Knowledge Base Systems such as QuickBase and Confluence
•    Understanding of ticket systems such as ServiceNow, Remedy, or JIRA
•    Understanding of hardware troubleshooting including retail peripheral devices such as printers, scanners, scales
•    Excellent communication skills both written and verbal
•    Fluent in the use of the English language
•    Strong interpersonal skills
•    Attention to detail
•    Have a strong desire for quality
•    Sense of urgency
•    Ability to multi-task
•    Ability to work flexible schedule (evenings/weekends)

Preferred Qualifications 
•    POS deployment 
•    Computer Information Systems, Network+, Security+, Microsoft or Cisco certification

Salary Range:

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

Medical Insurance

Dental Insurance

Life Insurance

Vision Insurance

Short/Long Term Disability

Paid Vacation

401k

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”